6 jobs found

Customer Success, Client & Business Support, Onboarding, Data Services, Process Improvement, Stakeholder Management, Ticketing systems, Zendesk, Salesforce, Jira, Service Desk, Banking, FinTech. My global FinTech client, based in London, is looking for a permanent Head of Customer Success/Head of Client Support. Hybrid working, 3 days in the London office, paying £80,000 - £100,000 + bonus + Benefits. We are looking for a Head of Customer Success to lead and grow a team of Client and Business Support Analysts, overseeing client engagement, onboarding, and ongoing support for transaction data services. This role combines strong leadership with operational ownership, ensuring high-quality service delivery while driving process improvements and fostering a collaborative, client-focused culture. The ideal candidate is a clear communicator with strong analytical and problem-solving skills, confident working with clients and senior stakeholders, and able to bring structure and discipline while remaining hands-on when needed. Key skills: Proven experience leading client-facing support teams Strong knowledge of financial markets and data-driven/technical products Experience with ticketing systems (eg Zendesk, Salesforce, JIRA, ServiceDesk) High technical proficiency with data platforms and tools Excellent communication and stakeholder management skills Strong analytical and problem-solving abilities Responsibilities: Lead and develop a London-based team of Client & Business Support Analysts Own the end-to-end client life cycle: onboarding, engagement, and ongoing support Drive a high-performance, client-centric culture focused on accountability and continuous improvement Act as the key interface between Client Support and internal teams (Product, Engineering, Sales) Oversee and optimise onboarding processes to ensure a seamless client experience Manage operational processes including ticketing, documentation, KPIs, and reporting Analyse client feedback and trends to influence product and service improvements Collaborate with offshore L1 support to ensure smooth escalations and consistent standards Provide hands-on leadership while implementing structure, clarity, and operational discipline Please apply now for immediate consideration and further details. Scot Lewis Associates Ltd is acting as an employment business.

The Head of IT will lead and manage the technology department, ensuring the delivery of effective IT services and infrastructure. This role requires a strong understanding operations and the ability to drive strategic IT initiatives in a Birmingham-based organisation. Client Details About us: CCW is the passionate, independent voice representing water consumers in England & Wales. We support thousands of people each year, providing free advice and helping people to resolve their complaints with their water company in an easy, caring way. We champion everyone's needs and interests, completing and showcasing research that influences water companies, government, and regulators to make change happen. We are a government Arm's Length Body sponsored by the Department of Environment, Food and Rural Affairs (Defra). Our values: We expect and support all CCW colleagues to embody and celebrate CCW's values through P ositive Energy, R espect for all, I nnovative spirit, D elivery of our promises and being E ngaged as one (PRIDE). Description Oversee the IT department, ensuring smooth delivery of all technology services and infrastructure. Develop and implement IT strategies aligned with organisational goals. Manage IT budgets, ensuring cost-effective solutions and compliance with financial policies. Ensure the organisation's IT systems are secure, robust, and scalable. Lead and mentor a skilled IT team, fostering a culture of professional growth. Collaborate with stakeholders to identify and implement technology solutions that meet business needs. Monitor and evaluate emerging technologies to enhance operational efficiency. Ensure adherence to public sector regulations and data protection standards. Profile Essential Criteria Professional management qualification or equivalent experience. ITIL Foundation V4/5. Project Management experience. Supplier management experience. Extensive experience in the Microsoft technology stack (Intune, Defender, Exchange, Entra ID, and M365 suite). Awareness of cyber security best practices and frameworks (Cyber Essentials, Secure by Design, Cyber Assessment Framework). Strong understanding of ITSM processes. Excellent stakeholder management skills with ability to communicate at all technical levels. Excellent customer service skills. Strong problem solving and creativity skills. Strong strategic thinking skills. Ability to work with minimum supervision. Willingness to provide hands on support. Be prepared to work flexibly which may mean occasional evening/weekend work and travel. Desirable Criteria ITIL Managing Professional v4. MS-102: Microsoft 365 Certified: Administrator Expert. Agile, Prince 2 Project Management. Budget management experience. Experience in working with SaaS, PaaS and IaaS solution providers Experience with ITSM systems (ServiceNow, Halo, Freshdesk, etc). Experience with CRM systems (Dynamics, Salesforce, Oracle Service Cloud). Effective line management skills. Strong collaborative mindset and willingness to work across team boundaries. We welcome applications from all sectors of the community, including under-represented groups within our workforce. We are keen to receive applications from candidates who have a disability, who are from a care experienced background, who are from a black, Asian or minority ethnic background, or from a military service background. As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria as outlined in the job profile for this position. Job Offer Competitive salary ranging from 55,000 to 68,000 per annum. A permanent position based in Birmingham with opportunities for career growth. Comprehensive benefits package to support your well-being. The chance to make a meaningful impact within the public sector. A collaborative work environment that values innovation and excellence. Interested candidates need to provide an expression on interest: Your expression of interest should include why you are interested, what you would bring to the role and how you align to our values. Please provide details of how your skills and experience reflect the essential criteria. This should be no more than 500 words. If you are ready to take the next step in your career as a Head of IT, apply today to join this Birmingham-based public sector organisation.

Product Manager London (Hybrid x 2 days per week in office) £58,380 per annum Our client is a national charity dedicated to supporting organisations that work directly with people experiencing homelessness in England. The charity focuses on improving services and advocating for policy changes aimed at ending homelessness. The Product Manager will develop and own the product strategy for the platform, based on comprehensive knowledge of the market, customers, users, and the broader charity and housing sector. This position involves analysing market, customer, and competitor trends, defining product positioning, creating business cases, setting pricing strategies, developing roadmaps, and planning go-to-market approaches. The chosen Product Manager will be responsible for achieving product goals and ensuring the overall success of the product portfolio. Experience & Skills Required: Essential: At least three years as a SaaS focussed Product Manager for a commercial software product, showing responsibility for strategy, business cases, and the product roadmap. Proven ability to use market and customer insights to develop new offerings and achieve measurable business results. Demonstrated experience collaborating with UX, engineering, sales, and marketing teams to deliver and launch product enhancements. Effective stakeholder management skills, including presenting to senior leadership, influencing without formal authority, and coordinating across multiple teams. Desirable: Demonstrated experience within charities, housing, or homelessness services, including sector expertise and relevant networks. Previous involvement in Salesforce ISV/OEM product development or employment with a Salesforce-focused organization. Proven track record in B2B sales processes, partner and channel strategy implementation, or collaboration with external partners and integrators. Responsibilities: Product strategy & vision Establish and uphold the vision, value propositions, and long-term strategy for the In Form product portfolio. Oversee alignment of individual product roadmaps and releases with strategic objectives and organizational priorities. Ensure that product strategies, propositions, and pricing decisions advance Homeless Link's charitable mission, foster positive outcomes for individuals experiencing homelessness, and support the organization's sustainability. Customer research, market & competitive insight Conduct market research and analyse competitor activities. Monitor key market factors such as technological advances, regulatory changes, and industry shifts, then identify how these can lead to new product opportunities. Oversee research involving both existing customers and potential clients. Establish target market segments, create detailed buyer and user profiles, and prioritise specific use cases. Business and commercial Create business cases and financial models to support investment decisions. Develop product propositions and launch plans. Coordinate with Sales and Marketing for go-to-market activities. Advise on product portfolio investments, clearly outlining trade-offs between impact, risk, cost, and opportunity. Roadmaps & prioritisation Own and maintain internal and external roadmaps, prioritising outcomes that deliver customer value and commercial viability within agreed usability and technical constraints. Product lifecycle management Define and embed lifecycle processes across the product portfolio, covering ideation, research and validation, proposition development, progression to delivery and launch Review and plan retirement of products or features that no longer deliver value. Product performance & analytics Define and oversee KPIs, and product analytics to measure them; Interpret usage and commercial data to recommend actions. Stakeholder and cross-functional collaboration Present product strategy and updates to leadership, sales, partners and external audiences. Act as a product ambassador work closely with Product Owner, UX Designer, Technical Architect, Release Manager, Sales, Support, Delivery and Marketing to ensure commercial and operational readiness. Ensure teams across the organisation have a shared understanding of product strategy, target customers, value propositions and priorities Governance and Information Security Maintain product artefacts (business cases, pricing docs, roadmaps, competitor dossiers, stakeholder briefs) and ensure decisions are recorded and communicated.

Management Consulting Manager, Song Service L7 London, Manchester. Edinburgh Accelerate your career in a dynamic and innovative digital marketing agency that's redefining how organizations in Song Service connect with stakeholders and deliver value. Join Accenture Song, a fast-growing division dedicated to crafting transformative digital experiences at scale. As part of Song Service, you'll support a portfolio spanning health services, government agencies, education, and public sector institutions. Help leading organizations thrive by combining creativity, data-driven insights, and cutting-edge technology. Grow alongside our global network of talent, and help drive impactful change for some of the world's most mission-driven institutions. As a team: Song Service: Our purpose is to champion the customer, helping businesses across all industries build relevant and significant relationships and interactions with their customers - both B2B and B2C. The Service practice sits within our Song business. We work across Financial Services, Health & Public Sector and Communications Media and Technology clients. In Service, we help our clients define, plan and deliver changes that impact end customers and the front-office. As part of the Service team, you will: Be at the forefront of the industry to create, own and make it a reality for clients looking to better serve their connected customers and operate always-on enterprises Work with famous brands and household names - no worrying about how to explain what you do to your family again! Support clients to define a customer-first mindset, helping them shape their business and operating models Redefine customer journeys and personalise interactions to create significant and consistent experiences Be at the forefront of physical and digital engagement models to give their customers a seamless service model Re-invent the customer 'ecosystem' as products / services spread across organisations Learn about the latest trends in customer data and experience from a customer, colleague and operations perspective and utilise this data to help organisations maximise value from their customer interactions Understand how to shape and deliver transformational solutions for clients who are looking to better understand their customers and how they engage with their products and services Have the opportunity to deepen your practitioner knowledge in areas such as GenAI and human-centred design Shape and help deliver integrations of cloud-based customer platforms (e.g. Salesforce, Microsoft Dynamics, AWS) Work with and learn from high-performing individuals across Accenture's Global Network with varied specialisations who are passionate about helping organisations champion the customer You'll learn, grow and advance in an innovative culture that thrives with shared success, innovative ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting ways. If you're looking for a challenging career working in a vibrant environment with access to training and a global network of specialists, this is the role for you. In this role your responsibilities will be to: Lead high-performing teams and hold critical roles in large-scale transformational programmes for clients Spend most of your time working on client projects and/or sites, delivering a project, and working alongside Song Service Leadership to broaden our client base and delivery scope Become a trusted advisor and build meaningful relationships with senior client leadership Design and deliver compelling customer propositions Provide line management to more junior team members Work with Accenture teams to bring innovative solutions and new ideas to our clients to challenge their existing ways of working and strengthen Accenture's brand and position Collaborate globally with Accenture's Global Network to add further value and enhance delivery Contribute to the Service Practice with extracurricular activities, including developing Thought Leadership Undergo regular training to remain at the forefront of emerging trends and technologies

Are you ready to step into a role where your expertise will directly shape the future of a growing IT consultancy? As our new Operations Project Manager, you'll be at the heart of a dynamic Microsoft certified business leading operations, driving client-facing projects, and making a visible impact every day. This isn't a position where you'll get lost in the crowd - in our small, ambitious, and innovative team, your leadership will be instrumental in scaling delivery, enhancing efficiency, and ensuring our clients achieve success with Microsoft Dynamics 365 solutions. If you're an experienced operations leader from the IT consultancy world who thrives on responsibility, variety, and influence, this is your chance to take your career to the next level. The Role at a glance: Operations Project Manager London Based / Hybrid (2 days in the Moorgate office plus internal meetings and client visits) Up to £60,000 Depending on Experience Plus Vitality Health Insurance, Medicash health plan, Access to a Host of Discounts to Services and Products and Many More Brilliant Benefits / Incentives and Social Events Full Time - Permanent Culture: Growth Mindset, Passion for Knowledge, Celebrating Success, Communication Company: IT Consultancy - Microsoft Dynamics 365 Specialists Sectors: IT, Software, Tech, Digital, Technical, Creative Your Background: Previous Operations Manager experience ideally in the IT industry. Experience working with clients face-to-face and ideally having dealt with large Consultancies. Who are we? We are a small but thriving Microsoft certified consultancy based in the heart of London, with over 20 years of expertise in delivering business-class ERP and CRM solutions in the cloud. We hold Microsoft Solutions Partner certifications for Business Applications (formerly called 'Gold Partner') and Microsoft Advanced Specialisations in Small and Midsize Business Management, showing our deep technical experience and proven capabilities across performance, skilling and customer success. Our mission is to transform the way clients operate using Microsoft Dynamics 365, empowering them to thrive, scale, and expand globally. Our culture is built on a growth mindset, passion for knowledge, and celebrating success. We pride ourselves on providing a supportive and progressive environment where our people are empowered to grow, succeed, and deliver excellence. The Operations Project Manager role: As Operations Project Manager, you'll take a pivotal leadership role in our small but fast-growing consultancy, combining day-to-day operational oversight with client-facing project delivery. Reporting directly to one of the Directors, you'll have the opportunity to make a tangible impact on both how we run as a business and how we deliver for our clients. In a company of our size, you won't be lost in layers of management - your ideas, expertise, and decisions will shape the way we operate and scale. You'll work closely with senior leadership, consultants, and clients alike, ensuring that internal efficiency and client satisfaction are achieved at the highest standards. This is a fantastic opportunity for an experienced professional from the IT / Tech consultancy space to step into a more senior position, shaping operational strategy, leading a team, and driving business-critical projects in a hands-on, influential role. Key Responsibilities: Operational Leadership • Oversee daily business operations, ensuring compliance and excellence across processes. • Implement and refine workflows to improve efficiency, reduce costs, and scale delivery. • Monitor KPIs and prepare performance reports for senior leadership. • Stand-alone, i.e. no direct line management. Project & Client Management • Act as the primary client contact during project delivery, providing updates and managing expectations. • Define project scope, timelines, and deliverables aligned with client objectives. • Actively manage project budgets, resource allocation, and risk mitigation to ensure on-time, cost-effective delivery. • Lead project review meetings with clients and internal stakeholders. Team Development & Resource Management • Lead, mentor, and inspire a growing operations and consultancy team. • Oversee consultant scheduling, timesheets, holidays, and resource allocation. • Foster collaboration and strong communication across technical and non-technical teams. Financial & Reporting Oversight • Track and report on operational and project budgets. • Provide accurate forecasting and utilisation reporting through CRM systems. • Identify opportunities for savings without compromising quality. What We're Looking For: • Proven experience (5+ years) in operations and project management within the IT, Tech, or Digital consultancy sector. • Strong background in client-facing delivery and B2B engagement across SMEs and large corporations. • Demonstrated ability to lead teams and manage multiple projects simultaneously. • Proficiency in project management tools (e.g., Asana, MS Project) and CRM systems (Salesforce / Microsoft Dynamics experience is a plus). • Knowledge of Agile methodologies; PMP or equivalent certification is desirable. • Highly organised, detail-driven, and calm under pressure, with excellent communication skills, a flexible can-do attitude and willingness to work as a team. Sounds like a good fit? Apply here for a fast-track path to the Hiring Team! Application notice We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you may be contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details. If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.

Our client, a Financial Services Software provider, is looking for an experienced PMO Lead to establish and manage the PMO for a Salesforce Revenue Cloud implementation. This opportunity requires 2-3 days per week onsite in their London office and is paying between £450 - £525 outside IR35. Proven experience establishing PMOs and managing complex programmes Experience implementing Salesforce (CPQ, Service Cloud, Sales Cloud OR Revenue Cloud) Comfortable operating in a fast-paced, delivery-focused environment Desirable Experience Scrum certified/experience leading scrum teams Strong background in Agile delivery and Scrum leadership Financial Services experience highly desirable Successful applicants will be contacted within 24 hours of applying. The processing and use by us of your personal data is in accordance with our Privacy Notice which can be found on our website. William Alexander Diversity & Inclusion Policy, actively promotes the principles of equality, diversity and inclusion in all its dealings with employees, workers, job applicants, clients, customers, suppliers, contractors and the public. We fully feel an inclusive work culture where people of different backgrounds are valued equally will ensure better outcomes for us all and we approach recruitment for our clients with the same perspective and qualities